Canyon Ranch · 2 hours ago
Reservations Training Manager
Greater Tucson Area
Full-time
Onsite
Entry, Mid Level
1+ years expCanyon Ranch is an industry-leading proponent of the wellness lifestyle, and they are seeking a Reservations Training Manager to enhance the effectiveness of their Reservations Sales Department. This role involves training and motivating staff, developing training materials, and monitoring performance to improve customer experience and departmental revenue goals.
HealthcareHealth Care
Responsibilities
Their primary role is for training and motivating staff on all facets of the properties and services provided
This includes the training of the Luxury Sales process, also known as a Consultative Selling approach
This position will require a creative approach to develop a training library that not only continually evolves the new hire training but the overall development of recurrent training programs, development, and deployment of a training library that includes best practices sample calls, to tips & tricks to support both new hires and existing employees
When not conducting training, the position will update the Reservation Knowledgebase, and monitor calls and assist in coaching the team
This position will work closely with the Director and the leadership team to review overall trends to identify coaching and training opportunities, continually looking to improve the Customer Experience while ultimately meeting or exceeding departmental revenue goals
This person will become a Subject Matter Expert (SME) on the Property Management System (PMS) and various other tools utilized in the Contact Center, such as the Customer Relationship Management (CRM) tool which supports the high touch Sales Process
As well the position will be Reservation Ambassador who is responsible for staying in touch with the various properties to ensure they themselves are kept up-to-date on all policies and procedures, thus keeping training materials up to date
Further, this position may act as a backup in various capacities, when not training, they could be the floor Supervisor, to taking calls during peak times
New Staff Sales Training: Continually review and evolve the onboarding process of new hires, including the training of a remote workforce
This includes ensuring new hires are properly equipped and trained as part of the onboarding
New hire training consists of learning the Canyon Ranch brand value, an in-depth understanding of each property, creating and changing reservations in our PMS (Opera)
Training of new hires includes using a consultative selling approach using the CRM (Dynamics) to manage a database of leads to support a customer intimacy model
Monitor new hire performance over the next 90 days to ensure they are trending in a positive direction, and providing continual coaching, as needed as a virtual nesting period
Work to transition support to their assigned supervisor and integrate the new hire into their normal activities
Recurrent Training / Ongoing Coaching: Actively working with the leadership team to identify trends and opportunities to create Just in Time training, recurrent training based on reviewing calls and monitoring Key Performance Indicators (KPIs)
Through call monitoring interactions with guests identify opportunities to improve the Customer Experience, and overall revenue by ensuring the team is following the Luxury Call Flow, offering products and services that meet both the guest's needs and wants, while also recommending upsell and cross-sells
Administrative: Maintains the training library which includes all training materials, such as best practice calls recordings, documentation for both new hire and recurrent training modules
Assist in maintaining the information in the Reservation Knowledgebase (KB) and ensuring the Offer Memos (OMs) are up to date
Continual improvement identifying new tools, job-aides, etc. to support the reservation team
Department Support: Provides leadership and supervision of the Reservation Sales Team, monitoring overall staffing levels, answering team questions, handling escalated calls as needed
Qualification
Required
1+ Year of experience in similar or related field
Prior experience in sales/call center training a plus
Minimum High School diploma or equivalent
Preferred Associate degree or two-year equivalent specialized training or experience required
Benefits
YouPlay - Exclusive access to Canyon Ranch amenities and discounted programs at our properties
A supportive and collaborative team environment
Opportunities for professional development and growth
Company
Canyon Ranch
Canyon Ranch aims to inspire people to make a commitment to healthy living, turning hopes and intentions into the highest enjoyment of life.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$150MKey Investors
VICI Properties
2023-07-26Corporate Round· $150M
Leadership Team
Jason Phinney
Chief Financial Officer
Lisa Ledesma
Chief Operating Officer
Recent News
Dallas Morning News
2025-10-24
Company data provided by crunchbase